Service Culture Essay

418 Words2 Pages
Service culture: meaning Service culture means the way an organization centers its efforts on providing quality service to the customer. In other words, it is the organizational norms and values that focus on customer and satisfying them. Type of service culture a company need to have to provide service quality: * A company needs to have a service culture that focuses on recognizing its customer personally so that customer may feel as a part of the organization. Similarly, there should be an understanding of what customer wants (Empathy) * A company should have the culture of providing prompt and timely service.(Reliability) * The company should ensure that the people providing service have expertise and skills and the services they are delivering are the best. (Assurance) * The employee should show great deal of professionalism and enthusiasm. (Responsiveness) * The company should have a good physical surrounding and facilities, equipment and personnel to create a positive and unique impression on customer’s mind.(Tangibles) A company can develop service culture within an organization to deliver service quality in following ways: * As service is inseparable from service provider, employee play major role in creating value for customer. So to develop service culture, a company should culture on training and motivating its employee. Demonstration of commitment by employee can reflect better service culture as they are the representative of organization. * To better understand customer and solve their problems, there should always be a mechanism so that customer’s voice reach the organization. Listening to customer is must to create value for them. Similarly, customer complaints should be viewed as an opportunity to improve the service quality. * A company can develop a culture of providing unique service than other competitors, so
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